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酒店職業英語培訓

一 、課程性質和任務
通過該課程(cheng)的教學，使學員掌握飯(fan)店(dian)一線經營部(bu)門 (前(qian)廳部(bu)、房務部(bu)、餐飲部(bu)、 商場部(bu) 、飯(fan)店(dian)管理部(bu)門) 常用的英(ying)語(yu)情景會話， 并能較準確(que)地(di)勝任涉(she)外(wai)旅(lv)游飯(fan)店(dian)服 務工(gong)作。

二 、教學基本要求
1 、知識教學目標
掌握前廳部 、房務部 、餐飲部 、商場部 、飯店管理各個工作崗位常用會話的詞 匯 、短語和語句表達。
2 、能力培養目標
通過該課程的教學， 學生能夠進行前廳部 、房務部 、餐飲部 、商場部 、飯店經 營部門的常用專業英語會話， 以及處理一些旅游涉外接待中出現的問題。
3 、素質教學目標
通過該(gai)課(ke)程(cheng)的(de)教學(xue)， 增(zeng)強(qiang)學(xue)生(sheng)的(de)綜合素質(zhi)， 特別是涉外旅游接待方面的(de)素質(zhi)， 不僅在外語(yu)應(ying)用上得(de)到提高， 同時也(ye)在專業水平 、業務素質(zhi)方面取(qu)得(de)進步。

三 、教學內容
( 一) 理論教學
PART I THE FRONT OFFICE 第一部分 前廳部
1 、 基本內容：
Room Reservations, At the reception desk, The bellman, At the information desk, The cashier, Setting guests’ complaints, The business center and the general switchboard.
2 、 重點或難點內容：
A long distance call reservation, A face to face reservation, Registration, Extending the stay, Introducing hotel services, Ticket-booking service, Introducing some scenic spots, Showing the way, Foreign currency exchange, Checking out, Changing a room, Charging more, Introducing the services of the business center, Dealing with the telephone problem.
PART II THE HOUSEKEEPING DEPARTMENT 第二部分 房務部
1 、 基本內容：
Guiding the guests to their rooms, Chamber service, Special services, Laundry service, Wake up call service.
2 、 重點或難點內容：
Recognizing the guests, About the room facilities, About the hotel services, Making up the room, Cleaning the room, Buying things on request, About the room services,
Explaining how to get the service, Suggesting express service, Explaining time differences, A morning call, Leaving the hotel.
PART III FOOD AND BEVERAGE DEPARTMENT 第三部分 餐飲部
1 、 基本內容：
At the bar, Seating the diners, Taking orders, Serving dishes, Ways of paying, Birthday party, Western food and buffet.
2 、重點或難點內容：
Chinese and foreign wines, Passing on a message, A reservation call, Receiving the diners, A complaint about the dining room, Helping to order dishes, Chinese food, Wine orders, Misserving, Normal service for a Chinese banquet, Going to a Chinese birthday party, Birthday cake, Signing the bill, Paying with credit card, Western breakfast, Buffet.
PART IV SHOOOING ARCADE 第四部分 商場部
1 、 基本內容：
At the tourist souvenir department, At the arts and crafts department, At the pharmacy and foodstuff counter, At the cashier’s counter, At the cultural and recreational articles department.
2 、 重點或難點內容：
Greeting customers, Recommending a Toy, Testing the quality, Holding one price policy, Cooling off a persistent guest, Persuading the customer to buy, Handing difficult situations, Wrapping the goods, Talking about sizes, Showing by comparison, At the cashier’s counter, At the book counter.
PART V HOTEL MANAGEMENT 第五部分 飯店管理
1 、 基本內容：
Hosting guests, Sales promotion, Pubic relations, Settling complaints, Dealing with special problems, At the manager’s office.
2 、 重點或難點內容：
Congratulating a guest on her birthday, Making an appointment, Taking about hotel reservations, Arranging for a convention, Offering special services, Dealing with a difficult guest, Handing a complaint about restaurant service, Handing a complaint about room reservation, Claiming for damage an loss, Security, Orientation, Morning briefing, Arranging for an exhibition.

( 二) 實踐教學
1 、 基本內容
本課程實踐教學的基本內容是對理論教學基本內容的應用，包括了酒店前廳部、 房務部 、餐飲部 、商場部 、飯店管理的模擬會話場景。
2 、重點或難點內容
本課程的重點(dian)(dian)和(he)(he)難(nan)點(dian)(dian)內容(rong)是根據(ju)理(li)論教學(xue)的內容(rong)和(he)(he)學(xue)生的基本素質(zhi)結合在一起(qi)， 主要是酒(jiu)店各部門的常用(yong)語(yu)的使用(yong)和(he)(he)客人的溝通是會話中的重點(dian)(dian)和(he)(he)難(nan)點(dian)(dian) 。在導游英 語(yu)中的重點(dian)(dian)和(he)(he)難(nan)點(dian)(dian)主要是對景點(dian)(dian)主要特(te)色的講解(jie)。

酒店職業英語培訓